DTMF on IVR not working

[minnesota]

Hello. We are experiencing intermittent issues with customers selecting an option on the IVR. We only have two options: 1 and 2. When I call and listen to the prompts and select either option, nothing happens. It doesn't respond and then my call ends after the preset time I have set in the IVR.

Some customers are making it through fine but others are not and have tried 4 calls. I tried 3 times from my cellphone and haven't gotten it to work yet today. It is not happenings every call and we've made no major changes that might cause an issue. We're running v15 SP5 and also rebooted our Linux server as well. Firewall passes all checks.

Any ideas? Thank you

 

[leejor]

What type of trunking are you using? If more than one type, is there any difference?
If you dial into the IVR from a local extension, does it work correctly?

 

[minnesota]

We use Vitelity for our incoming calls.

I tried dialing our IVR from 3CX app on my phone and it works fine using that. So far it's only calls from a normal cell phone line for example. It still doesn't work with my cellphone line this evening.

 

[YiannisH_3CX]

@minnesota

I have sent you a p.m to send me some files so we can take a better look at your issue.

 

[leejor]

Probably something in conjunction with the short duration DTMF tones sent from a mobile.